Senior Technical Account Manager – Post-Sales & Escalations

Supermicro; New York (NY); On-site; USD 90,000 - 100,000; Full time

Job summary

Supermicro is seeking a Service Technical Account Manager to manage post-sales support for global service customers. You will serve as the main escalation contact and collaborate with engineering, sales, and RMA teams to resolve issues and deliver service solutions.

The role requires a technical background with x86 products, strong communication, and the ability to travel up to 25%. A Bachelor's degree in engineering or a technical field and 2+ years of IT/engineer experience are expected.

Qualifications

• Bachelor's degree in engineering or other technical field.
• 2+ years of experience in engineering/IT industry.
• Strong background working with x86 based line of products.
• Must be punctual and detail-oriented. Fluent in English.
• Excellent communication (both oral and written) and interpersonal skills.
• Excellent troubleshooting and problem solving skills.
• Ability to work efficiently under pressure as many escalated issues tend to be urgent and unexpected.
• Familiarity with Linux and Virtualization is a plus.

Responsibilities

• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers.
• Introduce service program to the customers and periodically follow up with the customers for operations review.
• Solve issues/challenges escalated by help desk and field engineers and escalate to engineering teams to drive resolution.
• Monitor assigned accounts to ensure service cases are followed up in a timely manner; primarily manage 1 very large customer.
• Gather and compile technical support documentation for training help desk and field engineers.
• Manage escalations from customers and direct them appropriately.
• Visit customers to understand requirements and present service solutions (often with sales).
• Plan and coordinate onsite integration activities.
• Ability to lift up to 40 lbs. and use buddy system for items over 50 lbs.
• Travel is required (up to 25%).

Job description

Supermicro is seeking a Service Technical Account Manager to manage post-sales support for global service customers. You will serve as the main escalation contact and collaborate with engineering, sales, and RMA teams to resolve issues and deliver service solutions.

The role requires a technical background with x86 products, strong communication, and the ability to travel up to 25%. A Bachelor's degree in engineering or a technical field and 2+ years of IT/engineer experience are expected.